Doing Business With IBM: A guide for Kenexa customers in North America. Doing Business With IBM A guide for Kenexa customers in North America
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1 Doing Business With IBM A guide for Kenexa customers in North America 0
2 Welcome to IBM! IBM recently acquired Kenexa Corporation (including its subsidiaries Kenexa Technology, Inc., Kenexa Technology Canada Inc., Kenexa Learning Inc., Kenexa Learning Canada, BrassRing, Salary.com and Webhire), a leading provider of recruiting and talent management solutions. Kenexa complements IBM's strategy of bringing relevant data and expertise into the hands of business leaders within every functional department, from sales and marketing to product development and human resources. Beginning February 1, 2014, Kenexa, an IBM Company, will conduct business as IBM. This Doing Business with IBM guide describes changes to expect and actions needed to maximize the benefits of your relationship with IBM. It will also help ensure a smooth transition to IBM s business systems and processes. As a customer of IBM, you will continue to have access to Kenexa offerings, now under the IBM brand, as well as the extensive IBM portfolio of software and services solutions, while enjoying the high-quality, responsive service you have come to expect from both Kenexa and IBM. During this transition process, the IBM team and your IBM and Kenexa representatives are available to answer any questions and to address your ongoing software, Software as a Service (SaaS) and services needs. Table of Contents To skip to a section, click on the page number. 1. Important Highlights p Important information for Kenexa RPO customers 3. Important actions for Kenexa software and SaaS customers p. 3 p Accounts Payable and Purchasing p Software & SaaS Customer and Technical Support 6. Recruitment Process Outsourcing (RPO) Services Support 7. SaaS Contract Extensions and S&S Renewals p. 9 p. 12 p Passport Advantage p Professional Services and Software Education p Privacy Policy p
3 1. Important Highlights Effective February 1, 2014, Kenexa Customer Numbers will be replaced with IBM Customer Numbers (ICNs). Your ICN, along with your Software Site Number (if applicable), can be found below your contact information in the hardcopy Transfer of Business notification letter sent to your company s Bill To Contact of record. Alternately, you may contact ecustomer care (www- 112.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/ecare.html) to obtain this information. All purchase documentation, such as invoices, will be sent to the Primary Contact listed in your IBM profile associated with your ICN unless specified otherwise in your order. If you identified a unique Bill To contact and address during the customer information verification process, future invoices will be sent to that contact/address combination. Please reference the Table of changes for Accounts Payable and Purchasing in this document for additional information about billing changes. Kenexa Support will continue to be accessed through existing channels. Continue to use your Kenexa Client ID for access. Further details can be found in the Support section of this document. If your SaaS subscription expiration date is on or before February 1, 2014, you should have received or will receive an invoice for your Kenexa SaaS subscription. Please contact your sales representative if you have not yet received or have questions regarding your SaaS invoice
4 2. Important information for Kenexa RPO customers IBM Kenexa Recruitment Services is your partner for building a Smarter Workforce and will continue to support you with the same professional staff and leadership that you have come to expect from your current account team. Changes in RPO Services as of February 1, 2014: Updated Naming Convention Kenexa Offering Name IBM Offering Name Employment Branding IBM Kenexa Employment Branding Description A powerful internal or employment brand requires discovering what makes your company unique. IBM Kenexa Employment Branding uses proprietary cultural assessments to define your organization s environment and employment brand. ZOOMRecruit IBM Kenexa ZOOMRecruit IBM Kenexa ZOOMRecruit is a project-based recruitment solution when finding top talent is needed quickly, during a hiring peak period. Recruitment Process Outsourcing Sourcing Science IBM Kenexa Recruitment Services IBM Kenexa Sourcing Science Worldwide, end-to-end, single source recruitment for your global and localized hiring needs. Leverages technology and sourcing techniques to explore multiple sourcing channels that uncover active, passive and hidden talent pools
5 Changes in RPO Services as of February 1, 2014: Accounts Payable Statements of work IBM will assume any ongoing IBM Kenexa Recruitment Services engagements and statements of work (SOW) to be performed as originally contracted. While there are process changes regarding the way contracts and SOWs are developed, the RPO service delivery business model is virtually unchanged. Customers will continue to receive Recruitment Services from IBM. Purchase orders For customers who require a purchase order (PO) between their organization and IBM to facilitate payment for existing Recruitment Services, the customer must provide their Recruitment Services contact with a new IBM PO with reference to the original contract or SOW. Invoices Where certain Kenexa customers currently receive a single invoice, you may receive a single invoice in an IBM format. Otherwise, customers may receive more than one invoice for their Kenexa offerings for SaaS and Services. Services agreements, rate structures, and SOWs All new services will be contracted using standard IBM services agreements, rate structure, and SOWs. IBM services agreements and SOWs may be separate from IBM software licensing and SaaS contracts. Your IBM Kenexa Recruitment Services representative will contact you, as appropriate, regarding any extension or renewal of your existing relationship with Kenexa
6 3. Important actions for Kenexa software and SaaS customers Create an IBM profile Your company s Primary Contact will need to create an IBM profile With an IBM profile, you can view, update or add personal contact details, job title or registration settings. Create or update your IBM profile here: Create an IBM Registration Your company s Primary Contact will need to create an IBM Registration Your IBM Registration ID, also known as an IBM ID, is your single point of access to IBM web applications that use IBM Registration. You need just one IBM ID and one password to access any IBM Registration based application. Furthermore, your information is centralized so you can update it in a convenient and secure location. You can create or update your IBM Registration here: Please note there may be a delay of up to 15 minutes before you will be able to use your new IBM ID. Need assistance? For additional information and guidance on setting up your IBM profile and IBM Registration ID, consult our Help and FAQ page at: Alternatively, contact the Worldwide IBM Registration Helpdesk at the following link:
7 4. Accounts Payable and Purchasing Effective February 1, 2014, Kenexa accounts payable and purchasing processes will migrate to IBM. You will use a common process to acquire software products and services from IBM. Any outstanding Kenexa quotes must be renewed by January 31, 2014 unless otherwise stated on the quote. After this date, quotes will be reissued on IBM paper and be subject to IBM s terms and conditions. Important changes in Accounts Payable and Purchasing Please check the following items on your internal vendor records: Tax ID Exemption Certificates and Change Requirements Effective February 1, 2014, the vendor applicable Tax Identification Number will change. If you are currently exempt from Sales and Use tax, or local VAT, you will need to issue your company's tax exemption certificates to IBM with your first order after February 1, IBM s tax forms can be found here: 03.ibm.com/procurement/proweb.nsf/contentdocsbytitle/United+States~Tax+forms. Vendor name Vendor name will change from Kenexa, an IBM Company to the applicable local/regional IBM operation covering your location (the term Vendor below represents the applicable IBM entity). Vendor remit-to addresses Vendor remit-to address for checks, wire transfers and overnight payments will change after February 1, The new details will appear on your invoices issued from IBM after February 1, Important note: Invoices issued from Kenexa that are paid after February 1, 2014 should still be made payable to Kenexa, an IBM Company and remitted per the instructions on the Kenexa invoice
8 Vendor standard payment terms In most countries, IBM standard payment terms of due upon receipt may be applicable. You will find this information on either your invoice or quote. Important note: Invoices issued from Kenexa that are paid after February 1, 2014 should follow the payment terms as noted on the Kenexa invoice. Currency In some countries, the currencies used by Kenexa are different than those used by IBM, thus you may be transacting in a different currency with IBM. Languages In some countries, the correspondence you will receive from IBM may be in the local language. Customer numbers Effective February 1, 2014, Kenexa customers will be assigned an IBM Customer Number (ICN) and a Software Site Number (if applicable). Your ICN, along with your Software Site Number, can be found below the contact information in the hardcopy Transfer of Business notification letter sent to your company s Bill To Contact. Alternately, you may contact ecustomer care to obtain this information. Important note: Your ICN will be used on all software order-related communications. IBM customers will need an ICN to identify themselves during registration to sub-systems and possibly during other interactions they may have with IBM Support. Purchase documentation Correspondence related to new software purchases will be sent to the contact(s) listed in your IBM profile associated with your ICN unless specified otherwise in your order
9 Part numbers and product descriptions New part numbers and product and services descriptions for the IBM Kenexa portfolio will replace the existing Kenexa product and services descriptions. Customers with active Assessment contracts will see new categorizations and description of the products. These new part numbers and product and services descriptions will appear on quotes and invoices you receive from IBM. Document formats The format of documents (quotes, services statements of work, invoices, etc.) you receive will change in format after February 1, 2014, and they will be issued from the local/regional IBM operation covering your location PO requirements If your company requires issuing a purchase order (PO) to facilitate payment for any goods or services, IBM may require a new purchase order. Customers with ongoing billing requirements for Maintenance and Support or Managed Services may be contacted by IBM to submit a purchase order. Tax liability Beginning February 1, 2014, all order transactions will include applicable sales tax (unless you have a tax exempt certificate on file with IBM). Taxes will be included in the Invoice. If you are a hosted customer, please provide a tax exempt certificate with your next purchase order for any location where benefit is derived
10 5. Software & SaaS Customer and Technical Support No changes will occur February 1, 2014 The Kenexa Support teams will continue to focus on delivering customer satisfaction without compromise. Existing Kenexa support offerings and systems will continue to be used after February 1, The Kenexa Customer Support phone, and web interfaces will remain unchanged until the second half of Please ensure the Technical Support contact within your organization is aware that they should continue to access IBM Kenexa Support in the same way they always have via their existing , website and telephone routes. As the integration of Kenexa and IBM Support evolves, communications related to changes in your support experience can be found in the IBM Kenexa Customer Center at: What does not change on February 1, 2014 Support and Product Services Support tickets Support and Product Services assistance are provided per your existing Kenexa Support agreements or contract terms governing support. Kenexa Support tickets continue to be logged on the Kenexa Support websites or phone numbers. Continue to use your existing Kenexa Client IDs, Usernames and/or Passwords to gain access. Account contacts Where you have been advised to directly contact a Kenexa Client Services Consultant, Implementation Manager, or Services Project Manager assigned to your account, please continue to do so
11 Support for individuals without a business relationship with IBM/Kenexa For portfolios such as Assessment and Survey where end user, applicant, or similar support is provided to individuals without a business relationship to IBM/Kenexa, support continues to be provided via existing support routes and tools. Changes coming later in 2014 Prior to any changes being made, a separate communication will go out via regarding modifications to the Kenexa Customer Support sites and phone access numbers, as well as the timeline for these changes. As part of the transition into IBM systems and processes, all Kenexa customers have been contacted to validate their correct Primary, Technical Support and Bill To Contacts. These are IBM concepts and roles. Below are informational highlights to help you understand the definition of those future roles in IBM Customer Support. As a reminder, these roles are not yet effective. When Kenexa Support systems eventually cut over to IBM, these roles will be used in future communications to describe how new systems and entitlements will work. Primary Contact The Primary Contact will be considered as the contact for notice of all changes to agreements or other contractual issues for software and non-software services. The Primary Contact will be responsible for informing IBM of all necessary changes to the customer account. For companies with software contracts where downloads are available, the Primary Contact also manages access to the IBM Download Site for their organization. The Primary Contact approves IBM Download Site access requests from their organization and will receive all download account management and communications. Only a single Primary Contact can be designated per company in the IBM systems
12 Technical Support Contact The Technical Support Contact will manage access to IBM Technical and Customer Support Services for their company s Kenexa contract(s). The Technical Support Contact approves IBM Customer Support site access requests from their company's employees and will receive all IBM Customer Support access instructions and communications. At this time, Kenexa customers and business partners will not use IBM s Service Request Tool or IBM s Client Success Portal to open new or existing requests for assistance. If this changes, the Technical Support Contact will be notified
13 6. Recruitment Process Outsourcing (RPO) Services Support Changes in Kenexa RPO Support as of February 1, 2014 IBM Kenexa Recruitment Services will continue to provide the same industry-leading recruitment support service that you have come to expect as part of your ongoing relationship with Kenexa RPO. Existing RPO support services and processes will continue to be used after February 1, 2014 with some slight changes in IBM nomenclature. If you have any questions about ongoing IBM Kenexa Recruitment Services support, then please contact your IBM Kenexa Recruitment Services representative
14 7. SaaS Contract Extensions and S&S Renewals Kenexa s Maintenance and Support will be known as IBM Subscription and Support (S&S) after February 1, Contract Extension and S&S renewal transactions will be integrated into the IBM processes in a phased approach and are defined below. Software as a Service (SaaS) Contract Extension: This refers to the extension of services for software applications and business process-as-a-service (BPaaS) capabilities hosted by IBM in a shared resource environment specifically designed for multi tenanted operation and support. Subscription and Support (S&S) renewal: In IBM, this is stream revenue or rather the annual maintenance renewal for an on premise/perpetual product license. Customers on valid S&S have access to technical support and new product releases. Key dates associated with the transition to the IBM contract extension and S&S processes SaaS contract and/or S&S expires before February 1, 2014 You should have received a quote from your Kenexa renewal representative and you should proceed with confirming your renewal by your current renewal date or January 31, 2014, which ever is earlier, to ensure that there are no disruptions in service. Any renewals not confirmed by that date will be re-quoted under IBM's terms and conditions. If you have not yet received a quote, please contact your Kenexa Renewal representative
15 SaaS contract and/or S&S expiration date between February 1, 2014 and April 30, 2014 If your renewal falls within these dates, you should receive a quote from your Kenexa renewal representative with an opportunity to renew early. If you elect not to take advantage of this opportunity by January 31, 2014 a new quote will be issued by IBM. After January 31, 2014 all orders, invoicing, part numbers and payments terms will be subject to IBM terms and conditions. In addition, payments after this date need to be addressed to IBM and the renewal end date will move to the last day of the month as needed. If you have not yet received a quote or have any questions, please contact your Kenexa renewal representative. SaaS contract and/or S&S expiration date after April 30, 2014 Your renewal quote will be generated from IBM systems and it will be provided to you by your IBM Kenexa renewal representative. This quote will be subject to standard IBM terms and conditions, and the renewal end date will move to the last day of the month as needed. If you require the renewal quote to be sent to a different contact within your organization or require any additional assistance please contact your IBM Kenexa renewal representative
16 Flexible Contract Type (FCT) FCT is a fulfillment system that: Provides a mechanism to receive and fulfill customer orders, issue invoices and collect payment for pre-acquisition customers in IBM fulfillment systems. Enables IBM to shut down acquired company s back-end fulfillment system and close out legacy accounts, ledgers and accounting applications. Allows IBM to provide technical support to legacy customers who are still on legacy contracts. Customers will initially be migrated to FCT. In the future, SaaS and Software Subscription and Support renewals and contract extensions will transition to IBM s Passport Advantage program. At that time, you will receive a notice to renew your SaaS and Software Subscription and Support under IBM s Passport Advantage program. Notices will be generated from IBM systems and provided to you by your Kenexa representative. Any questions about your Kenexa SaaS Subscription should be directed to your existing Kenexa contract extension and S&S representative
17 8. Passport Advantage As a customer of IBM, you will begin to see references to Passport Advantage and Passport Advantage Express IBM s programs to acquire licenses under a single, common set of agreements, processes and tools. Passport Advantage is designed for larger enterprises, while Passport Advantage Express is designed to meet the needs of medium-sized businesses. Passport Advantage Passport Advantage ( is IBM's comprehensive program for software license acquisition, Software Subscription and Support, IBM Appliances and IBM SaaS subscriptions. It is designed for larger enterprises that may have multiple sites. Passport Advantage gives you more opportunities to obtain better pricing for your volume purchases over time. Passport Advantage Express Passport Advantage Express ( 01.ibm.com/software/lotus/passportadvantage/aboutexpress.html) is designed for single-site, smaller enterprise businesses. It combines the full Passport Advantage product list with the simplicity of transaction-based acquisition. Passport Advantage Express does not require a relationship agreement each transaction is subject to the terms and conditions effective at the time. There are no points and no aggregating just a single price level. And with each new license acquisition, you get renewable Software Subscription and Support. After February 4, 2014, IBM Kenexa products and support will be available under both Passport Advantage and Passport Advantage Express. For assistance with Passport Advantage or Passport Advantage Express, please contact IBM ecustomer Care
18 9. Professional Services and Software Education IBM will now provide Kenexa Professional Services that include configuration, implementation, provisioning, consulting and Education. IBM Kenexa Professional Services will serve as your client support partner with the same professional staff we have always deployed for Kenexa offerings. This includes your Account Management and Project Management teams. Changes in Professional Services as of February 1, 2014 IBM will assume any ongoing Kenexa Professional Services engagements and statements of work (SOW) and will perform as originally contracted. While there are several process changes regarding the way contracts and SOWs are developed, there are virtually no changes to the overall Kenexa services business model. Customers will engage IBM Kenexa services to support the IBM Kenexa portfolio of products. One exception is customers who require a PO between their organization and IBM to facilitate payment for existing Kenexa services. In that case, the customer must provide their Kenexa services contact with a new IBM PO with reference to the original contract or SOW. All new services specific orders not available through Passport Advantage will be contracted using standard IBM services agreements, rate structure and SOWs. The IBM services agreements, SOWs, and service order systems may be a separate system from the IBM software licensing contracts and order systems (e.g., Passport Advantage). Certain customers may receive more than one invoice for their Kenexa offering where they previously received a single invoice, i.e., Services on one invoice and Software Subscription and Support Renewal on a different invoice
19 Changes in Software Education as of February 1, 2014 IBM Kenexa Education will continue to be delivered as part of Kenexa Implementation Services. In addition, public classes may be offered through IBM Global Training Providers to increase availability of IBM Kenexa Education worldwide. Information on all IBM education offerings can be found at: For additional inquiries, please contact your Kenexa account rep or training manager
20 10. Privacy Policy As part of the acquisition, personal information may be transferred from Kenexa to IBM. IBM s privacy policy may be viewed online at
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